Jhashank Gupta: A Product Manager’s Take on Customer Engagement and On-Demand Food Delivery Apps
The global pandemic has changed the way we live, socialize, and work. However, a major change has happened in the way we indulge in our habits, especially our love for food and how we dine out. Even the online food ordering industry has also undergone major operational changes due to the pandemic.
Pandemic has resulted in a steep decline in dine-in options, especially in Asian countries, where dine-in has dropped to 30–70 percent. In such challenging times, the desire to have healthy, hygienic and delicious food has created a massive rise in online food orders. In a conversation with Jhashank Gupta, Product Manager at Zomato, we got to learn things in depth.
Zomato is a name that needs no introduction. Zomato is known for its customer engagement, and needless to say, the credit goes to the product managers working behind the scenes.
I had a chance to discuss with Jhashank Gupta from Zomato, how all of this is shaping the online food ordering businesses and what major challenges they face with customer engagements now. Take a look.
When asked how pandemic has changed the approach of the on-demand food ordering industry, here’s what he had to say:
Winning over customers is what every business aims at, and yet finds it most challenging. It gets tougher when your customers have already had a bad experience — either with a partner delivering food or at a restaurant while dining in. It is at this stage that winning the customer back is the most important.
He further added, “We’ve tried to solve it by ensuring that we are actually listening to the user’s problem instead of sharing generic responses when they reach out to us. This has been facilitated by empowering our “customer win” team with the right tools to solve the user’s problem right from their dashboards.”
What makes Zomato successful? What is the current stage and focus?
Zomato started with a simple goal of helping people find great restaurants to eat at — gradually over the years this goal has turned into a mission to bring better food to more people. This includes dining out at restaurants or ordering in.
Over the last few years, we have realized that there are other sectors associated with eating well — which has given rise to other verticals like Nutrition, Healthy meals, sustainable packaging and more.
Read more on how Zomato changed its strategy to transform customer engagement, and the journey of Jhashank from a UI/UX designer to product manager at Zomato.
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